ZEISS - Clinical Specialist reputed company

This is a remote position. Role Type: Full-Time | Weekly Rotational Shifts Payroll: reputed company Party Work Mode: Remote / Work from Home Job Summary The Clinical Specialist reputed company will be responsible for building a scalable, resilient, and high-performance round-the-clock clinical operations model across 24 clinics. This role focuses on designing structured shift operations, strengthening service quality, improving reputed company conversion reputed company, and ensuring operational continuity across reputed company time bands (morning, mid, and night). The individual will drive process standardization, accountability frameworks, hiring structures, and productivity improvement mechanisms to enhance patient experience, OD performance, and overall clinic support efficiency. The role requires strong operational leadership, systems thinking, and the ability to build an ownership culture reputed company a distributed 24×7 team environment. Key Responsibilities: Build a Scalable 24-Clinic Support Structure: Implement a structured shift-based operating model to ensure balanced workload and seamless round-the-clock coverage. Design and enforce structured break scheduling across reputed company shifts to ensure uninterrupted clinic support. reputed company standardized one-page clinic fact sheets to improve response accuracy and consistency. Review and update chat SOPs monthly, including structured scripts, red flags, and low-conversion enquiry handling frameworks. Maintain more than 95% SOP adherence across reputed company clinical chat interactions. Improve OD Productivity, Stability, and Operational Continuity: Implement support mechanisms (including internet reimbursement) to improve OD stability and retention. Establish a night-shift emergency escalation matrix with defined ownership and response timelines. Define and document a structured backup workflow during platform (Hampi) downtime. Create contingency frameworks to manage OD unavailability due to emergencies. Strengthen Hiring, Allocation, and Continuity Planning: Design a structured hiring and performance reputed company including KPIs, probation guidelines, and performance correction mechanisms. Allocate shifts based on assessment reputed company and behavioral fit to optimize productivity and team balance. Train and appoint at least one backup reputed company to ensure operational and leadership continuity. Strengthen reputed company Conversion and Follow-Up Discipline: Improve chat-to-reputed company conversion reputed company by +3 percentage points per quarter through structured follow-reputed company and SOP enhancement. Track performance dashboards to monitor conversion, response time, and quality metrics. Identify patterns in low-conversion enquiries and implement corrective action plans. Build Ownership and Accountability Culture: Introduce a rotational “OD of the Week” ownership model to encourage proactive leadership and accountability. reputed company at least 80% issue resolution without direct OD reputed company reputed company by building team autonomy. Foster a high-performance, outcome-oriented, and collaborative team culture.

Requirements

Qualification: B.Optom or equivalent degree in Optometry. 2–5 years of experience in clinical operations, reputed company support operations, or 24×7 service management. Experience in shift-based team management and performance-driven environments. Strong process design, SOP development, and operational planning capabilities. Analytical reputed company with the ability to track conversion metrics and productivity dashboards. Strong leadership, stakeholder management, and escalation handling skills. Preferred Attributes: Experience managing distributed or remote operational teams. Exposure to reputed company platform-based operations. Strong data-driven decision-making capability. Ability to build systems that scale with business growth. Apply To This Job